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Customer Support Specialist

Benbria's mission is to help locations-based operations be loved by their customers and employees alike. Benbria helps brands build meaningful relationships through the use of real-time experience management technology and modern techniques including omni-channel engagement and conversational experiences.

Benbria is a leader in customer experience and engagement solutions, helping the world's most customer-centric brands deliver a superior experience that goes above and beyond their competitors. Using a variety of channels of engagement, the Loop Experience Platform enables brands to capture feedback and insights related to customer experience including loyalty, satisfaction and effort, engage with customers to convert and recover, and motivate frontline employees to improve operations, reduce customer churn and increase loyalty.

With over 10 years of experience in over 20 countries and a network of partners, Benbria offers both global reach and local expertise in a variety of industries.

Benbria is seeking an entry-level Customer Support Specialist to join our team in Ottawa, Ontario. This role will provide world-class technical support to ensure the overall success of customers in multiple time zones. Working with a team of Benbrians, the successful candidate will delivery superior technical support for customers.

Responsibilities

  • Review and respond to all software and hardware issues as reported by customers.
  • Evaluate the product by testing its capabilities in an on-going manner.
  • Determine and report on platform capabilities and restrictions.
  • Evaluate the customer objective and suggest alternatives and recommendations.
  • Collaborate with other technical team members to provide exceptional customer service.
  • Work with engineering to explain any errors found and provide recommendations for a solution.
  • Improve any current programs by understanding the goal and outcome.
  • Curate Benbria's Help Center to ensure it is kept up to date and create articles to reflect newly released product features such that customers are able to stay informed.
  • Create and refine product backlog items for review by product management and engineering.

Skills

  • Technically savvy with strong project management skills.
  • The ability to convey complex, technical concepts to external stakeholders in a relevant and contextual manner.
  • Experience troubleshooting issues and achieving solutions.

Qualifications

  • A minimum of 1 year of relevant work experience in a customer-facing technical support role.
  • Good understanding of JavaScript, XML, HTML and CSS.
  • Working knowledge of customer support and agile project management tools such as Zendesk, Intercom, Jira and Asana.
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